AI at EML Group is not new. We have applied machine learning in our claims platforms for over a decade to automate high volume tasks such as document classification and processing.
Today, we are extending that capability with generative AI and advanced analytics, focused on one goal: case management, not case administration.
"For us AI is not a buzz word, it's something that we've incorporated into our applications for a while, we’re just taking it to the next level now. Our generative AI tools are relatively new, but we've implemented machine learning for at least a decade.”
A targeted investment
We have invested more than $45 million to build our technology, which includes dedicated infrastructure and a specialist team of technology experts. Our objective over the next three years is to reduce administrative workload, so case managers can focus on engagement and return-to-work outcomes.
Built for claims, shaped by claims expertise
At EML, our technology is built by case managers, for case managers.
Many of our technologists have worked as case managers, in underwriting, or alongside regulators. We work closely with our claims teams to continuously refine our tools, so they align with real workflows, legislative requirements, and the realities of managing claims.
With all our technology, including AI tools, we incorporate a human-in-the-loop approach, having all results subject to review by our case managers, so they can then determine what the next best action is.
Embedded into claims workflows
AI is integrated into the systems case managers use every day. It classifies and processes documents, summarises complex information, transcribes calls, and supports quality assurance. By reducing time-consuming administrative tasks, it frees up case managers to focus on meaningful conversations with their customers, supporting recovery and helping people return to work sooner.
AI also analyses structured and unstructured claim data to identify risks, surface insights, and recommend next best actions. This reduces the time spent reviewing information, helps direct the right support to each claim, and enables more informed, nuanced decision making.
Reducing administration at scale
Claims generate large volumes of data. Applying AI reduces manual effort and duplication while improving speed and accuracy.
For clients, this means more consistent liability management and clearer visibility of claim performance.
Built, owned and secured by EML
Our claims AI capability is developed and operated in-house. Our technology runs on dedicated EML infrastructure, with data stored in Australian data centres.
This ensures sensitive claimant information remains within EML’s controlled environment. It also gives us full oversight of how data is processed and how models are applied.
Supporting our purpose
AI is enabling a shift away from administration towards active case management, so our case managers do what they do best: help people get their lives back.
This material has been prepared for general information only. It has not been prepared for any person’s individual circumstances and is not intended to be legal, medical or workplace health and safety advice. The EML Group* takes no responsibility for the accuracy, currency, reliability and correctness of any information included in the material provided.
